IT Knowledge Manager

The New York City Housing Authority (“NYCHA”) is the largest public housing authority in North America. NYCHA’s mission is to increase opportunities for low- and moderate-income New Yorkers by providing safe, affordable housing and facilitating access to social and community services. Over 500,000 New Yorkers reside in over 300 developments offering residents public housing, Section 8 and PACT/RAD programs.

The NYCHA IT Department is seeking to hire an IT Knowledge Manager, reporting directly to the Director of Customer Service Excellence within the IT Service Management (ITSM) Department. The Knowledge Manager, will be responsible for developing and implementing strategies to capture, organize, and disseminate knowledge within the organization. Collaborate with various teams to identify knowledge gaps, streamline information flow, and facilitate knowledge sharing initiatives.

Responsibilities will include, but are not limited to the following:

• Establish and enforce Knowledge standards, policies, and procedures.
• Develop and execute roadmap for Knowledge Management within the ServiceNow platform, considering business objectives and user requirements.
• Use industry best practices, implement process and technical solutions in ServiceNow that align with organizational goals and enhance the user experience.
• Act as the subject matter expert on Knowledge Management within the ServiceNow platform, providing guidance and support to internal teams and users as needed.
• Build and maintain strong, cross-functional relationships while demonstrating exceptional organizational skills.
• Monitor and analyze key performance metrics to assess the effectiveness of Knowledge Management initiatives and identify areas for improvement.
• Develop key knowledge-centered support processes, including integration with incident management and problem management processes.
• Make recommendations for new content development based on data and analytics such as user feedback ratings, search results feedback, views and case resolutions.
• Manage site content ensuring pages are organized, current, appear professional and provide workflow capabilities that support Organization mission and goals.
• Drive the adoption of Knowledge Management best practices and standards across the organization, including content creation, content updates, and overall lifecycle management.
• Submit, approve knowledge submissions, and publish Knowledge items in the Knowledge Management System.
  
  

Minimum Qualifications

• A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
• Education and/or experience which is equivalent to "1" or "2" above.
  
  

Preferred Skills

• ServiceNow Platform Proficiency: A strong understanding of the ServiceNow platform, including its Knowledge Management module. This includes knowledge of creating, managing, and optimizing knowledge articles within ServiceNow. - Technical Aptitude: Familiarity with ITIL (Information Technology Infrastructure Library) principles, especially in the context of knowledge management processes. Knowledge of HTML for formatting articles within ServiceNow is advantageous. - Communication Skills: Clear and effective communication skills are crucial for collaborating with various stakeholders, including subject matter experts, end-users, and IT teams. This includes the ability to translate technical information into easily understandable language for non-technical users. - Generating and Managing Content: Experience in content creation and curation is important for developing high-quality knowledge articles that meet the needs of end-users. This includes the ability to research, write, and organize information effectively. - Problem-Solving Skills: The ability to analyze complex issues, identify gaps in knowledge, and propose solutions. - Attention to Detail: Being meticulous and detail-oriented is crucial for maintaining the accuracy and relevance of knowledge articles within the ServiceNow platform. - Customer Focus: A customer-centric mindset is essential for understanding user needs and ensuring that the knowledge base provides relevant and helpful information to support their requirements. - Training and Documentation: The ability to develop training materials and documentation to support end-users in accessing and utilizing the knowledge base effectively is important for driving user adoption and satisfaction. - Continuous Learning: A willingness to continuously learn and adapt to new tools, processes, and best practices is crucial for staying current and driving innovation within the knowledge management function. - Certifications: Industry-recognized certification in ITIL, Knowledge Management, or related ITSM practices. Additional Information 1. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable). 2. NYCHA residents are encouraged to apply. Please read this posting carefully to make certain you meet the qualification requirements before applying to this position.
  
  

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

NYCHA has no residency requirements.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

, $75,000.00 – $130,000.00